Refund and Returns Policy

Last updated: 17 May 2026

Product Description

Pilot XLS sells digital products delivered by download, including Excel spreadsheet files and related digital resources. Our products are designed to help users manage records, calculations and analysis with accuracy and ease. No subscription is required.

Digital Product Delivery

All products are delivered digitally. After successful payment, customers receive access to the download link on the confirmation page and by email. The download link remains active for 30 days from the date of purchase.

Please make sure your device, software and spreadsheet application are compatible with .xls files before purchasing.

Immediate Access to Digital Content

By purchasing a product from Pilot XLS, the customer understands that the product is digital and that access to the digital content is provided immediately after successful payment.

Where required by applicable law, the customer must expressly consent to immediate access to the digital content and acknowledge that the right of withdrawal may be lost once the download has started.

No Change-of-Mind Returns After Download

Due to the digital nature of our products, we do not accept returns or refunds for change of mind once the file has been downloaded.

This rule applies to situations such as change of mind, incorrect purchase, lack of compatibility with the customer’s device or software, failure to read the product description, or incorrect use of the product.

This does not limit or exclude any mandatory consumer rights that cannot be excluded under applicable law.

Eligible Refund or Replacement Situations

We may issue a refund, provide a replacement file, or offer technical support in the following situations:

• The file is corrupted and cannot be opened.
• The customer receives the wrong file.
• The download link does not work and we are unable to provide access to the purchased file.
• There is a technical issue with the product that cannot be resolved by our support team.
• The digital product is defective, inaccessible, incorrectly supplied or not as described, where applicable consumer protection laws require a remedy.

Non-Refundable Situations

Refunds are not offered in the following situations, except where mandatory consumer protection laws provide otherwise:

• Change of mind after downloading the file.
• The customer no longer needs the product.
• The customer purchased the wrong product by mistake.
• Incorrect use of the product.
• Lack of compatibility with the customer’s device, software or spreadsheet application.
• Failure to read the product description before purchase.
• Product purchased from an unauthorised seller or third-party marketplace.

Refund Request Period

Refund requests based on change of mind are not accepted once the download has started.

Requests related to corrupted files, wrong files, download access issues, technical defects or lack of conformity will be reviewed in accordance with applicable consumer protection laws.

Customers should contact us as soon as possible after discovering an issue so that we can investigate and provide support, a replacement file or, where legally required, a refund.

Request Process

To request support or a refund review, please send an email to support@pilot-xls.com with the subject “Refund Request”.

Please include:

• Proof of purchase.
• The order number.
• A detailed description of the issue.
• Screenshots, error messages or other evidence, if applicable.

Our team will review your request and contact you within 3 business days.

Refund Method

If a refund is approved, it will be issued using the original payment method used at the time of purchase. Please allow 5 to 10 business days for the refund to be processed and credited to your account.

Additional Support

If you report a verified bug, corrupted file or technical issue, we may provide an updated or replacement version of the product at no additional cost.

Customer Responsibility

Before purchasing, it is the customer’s responsibility to check that their device, software and spreadsheet application support .xls files.

We do not issue refunds for device, software or spreadsheet application incompatibility, except where applicable law requires otherwise.

International Customers

Pilot XLS sells digital products worldwide. Customers outside the European Union should be aware that consumer protection rules may vary depending on their country, state or region.

This policy applies to all purchases made through our website, except where local mandatory consumer protection laws provide additional rights that cannot be excluded or limited.

Where applicable law gives the customer mandatory rights in relation to defective, corrupted, inaccessible or non-conforming digital content, Pilot XLS will review the request in accordance with those legal requirements.

Mandatory Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights that cannot be excluded under applicable law.

Our “no change-of-mind returns after download” rule applies to change of mind, incorrect purchase, lack of compatibility with the customer’s device or software, and incorrect use of the product. It does not exclude rights that may apply if the digital product is defective, corrupted, inaccessible, incorrectly supplied or not as described.

Policy Updates

We reserve the right to update this Refund and Returns Policy at any time. Any changes will be published on this page.

Contact

For questions, support or additional assistance, please contact us at support@pilot-xls.com.